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Customer-Service

Hello, May I Help You?

There is nothing in this world more annoying than being place on hold for an extended period of time. Not only is the music mostly horrible, but many companies use it to try and fool you into thinking you're really not holding for very long. Read more →

Heroes Take Care of Customers Even If They're Wrong

It has been said, and I was taught it as a young teenager in my aunt's small hotel in Dublin, Ireland, that the customer is always right. While trying hard to accept this philosophy (With my aunt, it was a dogma! Read more →

Heroic Customer Service Ensures Lifelong Loyalty

The key to good customer service is meeting your clients' expectations the first time, every time. But if you want to move beyond good customer service, you have to exceed those expectations, maybe not always, but often enough for them to be impressed that you are committed to their needs as much or more than they are themselves. Read more →

Hertz Rent-a-Car in San Francisco

I wanted to make a three-day car reservation for a visit to San Francisco.I called Hertz Rent-a-Car, where I am a member of the ?Hertz Number One Club? Read more →

Hey, Billy Goat Gruff! Are Ya' Sayin' What Yur Sayin'?

From the Eye of the Potato: Train the people that deal with your customers.I called a support number the other day?I got the message! A recorded female voice said that I must call during a certain time period and "goodby. Read more →

Hidden Jewels: Build Stronger Relationships with Customer Issues

The well-known Russian Playright Anton Checkhov once wrote "Knowledge is of no value unless you put it into practice". Nothing could be more true when it comes to achieving efficiency in customer management. Read more →

Hiring Gretchen

I often travel the country speaking to various companies and franchise associations on the topic of great service. While on the road, I try to take those opportunities to visit chains not found near my North Texas home. Read more →

Hiring Talent: Michael Jordan vs. Myself

Hiring for "Signature Service"The importance of hiring natural talent to be the face of your restaurant and the process of hiring employees that are passionate about service. Read more →

Hit The Jackpot With Customer Complaints

Our most powerful instinct is to avoid customer complaints, but they may be the best thing that happens to your business. Here?s why...Marketing research shows that only 1 out 50 unhappy customers take the time to complain. Read more →

Hook Me Up With A Human

Oh, what has happened to the carbon-based organizational interface? Many organizations have digitized humans ? aka carbon-based units - out of existence in their customer service operations. Read more →

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